In today’s $15B rebate industry, customer satisfaction continues to be a challenge for major retailers and their brands. Structural inefficiencies and inherent misalignment of business goals continue to plague the industry. Typical rebate service agreements exclude customer service in core pricing and bill on a per minute basis, obviously with a substantial profit margin. The more customer service incurred, the more money rebate providers make. Essentially, they are incented to make errors and drive customer service calls. Efficiency is contrary to profit goals. Secondly, manufacturers offering rebates independently source rebate service providers. Since post transactional experiences are attributed to the retailer, not the manufacturer, there is little incentive to provide world class customer satisfaction. The negative experience lingers with the retailer.

Clearly there’s little incentive for rebate service providers and manufacturers to ensure that the best possible and most efficient customer satisfaction is delivered.

Over the past 10 years, Ohana’s management has invested millions of dollars developing integrated customer service modules into our core rebate platform. Our online and mail-in rebate platforms deliver trigger based emails throughout the rebate experience. Each email is designed to inform the customer and let them know exactly where in the rebate sequence they are.

Not only does Ohana deliver frequent status emails to our customers, we have designed the online rebate process based on over 10 years of online rebate processing experience. We know the most commonly asked questions and consequently designed the web experience to address these before the customer calls.

Unlike traditional rebate fulfillment processors, Ohana prices rebate solutions on an all-in basis, thus ensuring Ohana’s business objectives are completely aligned with our retail and manufacturer partners. The better we execute, the more satisfied our mutual customers are, and the more profitable we are. In fact, Ohana’s average call to rebate ratio is less than 4%. This is roughly one quarter of the industry average. We attribute this to our ongoing communication and clear expectations by our customers. When you deliver what you promise, there’s little reason to call.